System and method for utilizing customer data in a communication system

ABSTRACT

Systems and methods for utilizing customer data in a communication system are provided. In exemplary embodiments, customer records at a customer data warehousing system are accessed. Customer data from the customer records are extracted and associated with a customer identifier. The customer data is then stored to an indexed database, the extracted customer data being indexed according to the identifier. When an incoming communication is received, the communication system will determine a communication identifier of the incoming communication. A lookup and matching process is then performed using the communication identifier in the indexed customer information database. If a matching customer identifier is found, associated customer data may be retrieved and used to provide enhanced communication system services including communication routing and customer data alerts.

CROSS-REFERENCE TO RELATED APPLICATIONS

The present application is a Continuation of U.S. Nonprovisionalapplication Ser. No. 15/170,903 filed 1 Jun. 2016; which is aContinuation of U.S. Nonprovisional application Ser. No. 12/405,204filed 16 Mar. 2009, now U.S. Pat. No. 9,443,244 issued 13 Sep. 2016;each of which is fully incorporated herein by reference in its entiretyfor all purposes.

BACKGROUND OF THE INVENTION Field of the Invention

Embodiments of the present invention relate generally to communicationsystems and more particularly to utilizing customer data in acommunication system.

Description of Related Art

Conventionally, a customer data warehousing system, such as arelationship management (CRM) system, is used to allow a company tomeasure, control, and maintain records of contacts with their customers.The contact may be by such means as phone calls, mail, and e-mails. Thedata that is maintained by the customer data warehousing system may thenbe used to measure effectiveness of employees, analyze customerrelationships, or perform other analysis and reporting functions. Assuch, the customer data warehousing system may comprise a collection ofdata about interactions with the company's customers. Thus, an agentassociated with the company is able to look up a customer's record onthe customer data warehousing system, and use the customer informationin their dealings with the customer.

Conventionally, a phone system is configured to operate separate from acustomer data warehousing system. That is a traditional phone system,which may include a PBX server, is only configured to receive and placephone calls. Therefore, there is no shared information between thecustomer data warehousing system and the phone system.

SUMMARY OF THE INVENTION

Embodiments of the present invention provide systems and methods forutilization of customer data from a customer data warehousing system ina communication system. In exemplary embodiments, customer records atthe customer data warehousing system are accessed. Customer data fromthe customer records are extracted and associated with a customeridentifier. The customer data is then stored to an indexed customerinformation database, the extracted customer data being indexedaccording to the customer identifier.

When an incoming communication is received, the communication systemwill determine a communication identifier of the incoming communication.Based on the communication identifier, a lookup and matching processwith customer identifiers of the indexed customer information databaseis performed. If a match is found, customer data may then be retrievedand used to provide enhanced communication system services. In exemplaryembodiments, the enhanced communication system services may includecommunication routing and customer data alerts.

BRIEF DESCRIPTION OF THE DRAWINGS

FIG. 1 is a diagram of an exemplary environment in which embodiments ofthe present invention may be practiced.

FIG. 2 is a block diagram of an exemplary data center system.

FIG. 3 is a block diagram of an exemplary communication system engine ofthe data center system.

FIG. 4 is a block diagram of an exemplary communication system utilizingextracted customer data.

FIG. 5 is a flowchart of an exemplary method for formatting customerdata for use in the communication system.

FIG. 6 is a flowchart of an exemplary method for utilizing the extractedcustomer data in the communication system.

FIG. 7 is a block diagram of a digital device which may be used inaccordance with exemplary embodiments.

DETAILED DESCRIPTION OF EXEMPLARY EMBODIMENTS

Embodiments of the present invention provide systems and methods forutilization of customer data in a communication system. In exemplaryembodiments, customer records from a customer data warehousing systemare accessed. Specific customer data may then be extracted and formattedfor use on the communication system. The extracted customer data maythen be stored to an indexed database in the communication system forlocal access. The indexed database may index the extracted customer databased on an identifier associated with the extracted customer data. Whenan incoming communication is received, a caller identifier associatedwith the incoming communication may be used to retrieve correspondingcustomer data from the formatted database.

FIG. 1 shows an exemplary environment 100 in which embodiments of thepresent invention may be practiced. The exemplary environment 100comprises a data center system 102 coupled via a communication network104 to one or more user sites 106. The communication network 104 maycomprise one or more local area networks or wide area networks, such as,for example, the Internet.

In exemplary embodiments, the data center system 102 is configured toaccess a customer information database and extract customer data. Theextracted customer data may then be formatted for storage and use by acommunication system 108. While only one data center system 102 is shownin the exemplary environment 100, alternative embodiments may comprisemore than one data center system 102. For example, the data centersystems 102 may be regionally established. The data center system 102will be discussed in more detail in connection with FIG. 2.

The exemplary user site 106 is associated with a company, business,and/or organization using embodiments of the present invention. In someembodiments, the organization may provide sales, services, and/orsupport to their customers. In exemplary embodiments, the user site 106may comprise the communication system 108 and a customer informationsystem or customer data warehousing system 110. Additionally, the usersite 106 may comprise modules and data which allow the user site 106 tocommunicate with the data center system 102. The modules and data may bepreinstalled at the user site 106. Alternatively, the modules and datamay be downloaded to the user site 106 at a later time (e.g., upon firstaccess to the data center system 102). While only one user site 106 isshown, any number of different organizations may have user sites 106coupled to the data center system 102.

In some embodiments, the communication system 108 is, or is associatedwith, a phone system or PBX system. The communication system 108 maycomprise one or more storage media or devices comprising various enginesand modules directed to embodiments of the present invention. Thecommunication system 108 will be discussed in more detail in connectionwith FIG. 4. While examples of the communication system 108 will bediscussed below in reference to a phone system, it is noted that anytype of communication system may be used in alternative embodiments ofthe present invention. For example, the communication system 108 maycomprise a chat system or an e-mail system.

The exemplary customer information system 110 is configured to store andmaintain customer records in a local customer information database 112.These customer records may be used by agents, managers, or any otherperson associated with the organization or user site 106 to review pastand current dealings and relationships with a customer. In exemplaryembodiments, the customer information system 110 may include one or morestorage media or devices comprising the local customer database 112 aswell as modules and engines used to create and maintain the customerrecords. The customer information system 110 may also comprise othercomponents not directed to embodiments of the present invention. Invarious embodiments, the customer information system 110 may be acustomer relationship management (CRM) system, finance system,enterprise resource management (ERM) system, ticketing system, or anyother customer data warehousing system.

The local customer information database 112 is configured to store thecustomer records for the user site 106. The customer records compriseinformation related to interactions between agents or individualsassociated with the user site 106 and their customers. Such informationmay include date, duration, and subject matter of each interaction alongwith identity of the individuals (e.g., agents, customers) involved.

The environment 100 of FIG. 1 is exemplary. Alternative embodiments maycomprise any number of data center systems 102 and user sites 106coupled together via any type of one or more communication networks 104,and still be within the scope of exemplary embodiments of the presentinvention. Furthermore, each user site 106 may comprise any number ofcommunication systems 108 and customer information systems 110.

Referring now to FIG. 2, the exemplary data center system 102 is shownin more detail. In exemplary embodiments, the data center system 102 maycomprise one or more servers 200 or other forms of computing devices,each of which may comprise a processor 202, a communication interface204, and one or more storage device(s) 206. The communication interface204 is configured to enable the server 200 to communicate via thecommunication network 104. In various embodiments, the communicationinterface 204 may comprise ports, other hardware, and/or software thatallow for communications to and from the server 200.

The storage device(s) 206 may comprise storage for a plurality ofapplications, components, databases, and modules. In the presentembodiment, the storage device(s) 206 comprises a communication systemengine 208, a customer information system engine 210, a global customerinformation database 212, and a formatted customer information database214. In various embodiments, the storage device(s) 206 may comprisememory devices, tape, disks, or integrated circuits.

The communication system engine 208 is configured to interact with thecommunication system 108. In exemplary embodiments, the communicationsystem engine 208 exchanges information with the coupled communicationsystem 108.

The customer information system engine 210 is configured to interactwith the customer information system 110. In exemplary embodiments, thecustomer information system engine 210 trades data with the customerinformation system 110. Specifically, the customer information systemengine 210 accesses customer records from the customer informationsystem 110 and extracts customer data for use on the communicationsystem 108. The customer information system engine 210 will be discussedin more detail in connection with FIG. 3.

The storage device(s) 206 is shown comprising the global customerinformation database 212 and formatted customer information database214. The global customer information database 212 may be configured tostore copies of customer records retrieved from one or more localcustomer information databases 112 at the data center system 102. Theformatted customer information database 214 may be configured to storeextract customer data after processing by the customer informationsystem engine 210 as will be discussed further below. While the globalcustomer information database 212 and the formatted customer informationdatabase 214 are provided, the original records and extracted customerdata may not be stored in a database. Instead, the original recordsand/or the extracted customer data may be temporarily cached.

It should be noted that the data center system 102 of FIG. 2 isexemplary. Alternative embodiments may comprise varying numbers ofcomponents and other components, and still be within the scope ofexemplary embodiments. For example, any number of servers 200 maycomprise the data center system 102. In a further example, one or moreof the modules of the customer information system engine 210, as will bediscussed further below, may be located at the communication systemengine 208 and vice-versa.

Referring now to FIG. 3, the customer information system engine 210 isshown in more detail. The exemplary customer information system engine210 is configured to access customer records from the customerinformation system 110, and to extract specific customer data from thecustomer records. The extracted customer data may then be formatted foruse by the communication system 108. The customer information systemengine 210 may comprise a customer information module 302, format module304, and delivery module 306.

The customer information module 302 is configured to access customerrecords stored in the local customer information database 112 of thecustomer information system 110. The customer records may be accessedperiodically (e.g., every two minutes) or constantly in real-time. Thecustomer information module 302 may copy the customer records to theglobal customer information database 212 at the data center system 102during the access process. In some embodiments, only new customerrecords are copied. For example, a synchronization process may occur. Inother embodiments, all customer records may be copied to the globalcustomer information database 212 by the customer information module302. In alternative embodiments, customer records are not copied, butmerely accessed by the customer information module 302 for processing.

Once accessed or stored, the exemplary format module 304 formatscustomer data from the customer records for use by the communicationsystem 108. In exemplary embodiments, the format module 304 extracts thecustomer data from the customer records. Examples of customer data thatmay be extracted include name (e.g., Bob Jones), company (e.g., XYZCompany), potential or past deal amounts (e.g., $10,000), and subjectmatter of relationship (e.g., potential sale of computer systems).Further extracted customer data may include an account owner (e.g., oneor more individuals of the user site 106 associated with an opportunityor subject matter involving the customer). Other examples of extractedcustomer data may include type of account (e.g., sales, support, etc.),open issues on the account, last contact date, date of anticipatedclose, probability of close, lead source, etc. Virtually any data storedin the customer information system 110 that is attached to an accountmay be extracted for use.

The extracted data may then be formatted by the format module 304 foruse in the communication system 108 (e.g. a phone system). In exemplaryembodiments, each extracted piece of data may be associated with aparticular identifier associated with the customer (e.g., a phone numberfor Bob Jones). In some embodiments, the extracted data is indexedaccording to the customer identifier and stored in the formattedcustomer information database 214. In other embodiments, the extracted,formatted customer data may only be temporarily cached or not stored atall at the data center system 102.

In exemplary embodiments, the formatted customer data may then bedelivered to the communication system 108 by the delivery module 306.The formatted customer data may be delivered to the communication system108 periodically (e.g., every two minutes) or continuously in real-timeby the delivery module 306. In one embodiment, a synchronization processmay occur, thus insuring that the formatted customer informationdatabase matches a corresponding database at the communication system108. In other embodiments, only new formatted customer records may bedelivered to the communication system 108.

Alternatively, the formatted customer data may not be stored to thecommunication system 108. In some embodiments, the formatted customerdata may be stored at the data center system 102 and/or the customerinformation system 110. In either of these cases, the formatted customerdata may be accessed when an incoming communication is detected. Inother embodiments, customer data extraction and formatting may beperformed on-the-fly when an incoming communication is detected.

FIG. 4 is a detailed diagram of the communication system 108. Inexemplary embodiments, the communication system 108 may comprise aprocessor 402, a communication interface 404, and one or more storagedevice(s) 406. The communication interface 404 is configured to enablethe communication system 108 to communicate via the communicationnetwork 104. In various embodiments, the communication interface 404 maycomprise ports, other hardware, and/or software that allow forcommunications to and from the communication system 108.

The storage device(s) 406 may comprise storage for a plurality ofapplications, components, databases, and modules. In the presentembodiment, the storage device(s) 406 comprises an indexed customerinformation database 408, a communication identification module 410 anda customer data utilization engine 412. In various embodiments, thestorage device(s) 406 may comprise memory devices, tape, disks, orintegrated circuits. Alternatively, some of the components of thestorage device 406 may be located at the data center system 102 and/orthe customer information system 110.

The exemplary indexed customer information database 408 comprises theformatted customer data received from the data center system 102. Thecustomer data may be indexed and stored based on one or more associatedcustomer identifiers. The customer identifier may be a phone number ore-mail address, for example.

There are many advantages to storing the extracted, formatted customerdata at the communication system 108. First, the customer data may bequickly accessed and provided to an agent. That is, the customer datamay be accessed almost instantaneously with the receipt of the incomingcommunication. There is no need for embodiments of the present system togo out into a network or access the customer information system 110every time customer data is required. Another advantage of havingcustomer data on the communication system 108 is that the customer datais always available to the communication system 108. As such, even ifthere is a network failure or the customer information system 110 isdown, the customer data is available. However, it is noted that a directlink may be provided in alternative embodiments between thecommunication system 108 and the customer information system 110.

The communication identification module 410 is configured to identify acommunication identifier associated with an incoming communication. Whena phone call is received by the user site 106, the communicationidentifier is determined. In some embodiments, the communicationidentification module 410 determines the communication identifier. Inother embodiments, the communication identifier may be determined byanother component of the communication system 108 or PBX system, and thecommunication identification module 410 is not needed or simply receivesthe communication identifier.

The customer data utilization engine 412 comprises a plurality ofmodules that utilize the formatted customer data in order to provideenhanced services associated with an incoming communication. Inexemplary embodiments, the customer data utilization engine 412comprises at least a lookup module 414, a routing module 416, and analert module 418. Alternative embodiments may comprise further modulesconfigured to utilize the customer data to enhance call featuresavailable to the communication system 108.

In exemplary embodiments, the lookup module 414 is configured to use thecommunication identifier to access customer data in the indexed customerinformation database 408. Because the indexed customer informationdatabase 408 is indexed by customer identifiers, the lookup module 414determines if the communication identifier has a matching customeridentifier in the indexed customer information database 408. If there isa match, the lookup module 414 or other components of the communicationsystem 108 may quick access and/or retrieve the customer data. Theaccessed customer data may then be used by other modules of the customerdata utilization engine 412.

During the lookup process, heuristics may be used by the lookup module414 to determine which opportunity or subject matter is actuallyconnected to a particular identifier. For instance, a customeridentifier of “310-555-1212” may be associated with “Acme Plumbing.”However, Acme Plumbing has five opportunities open within the customerinformation system 110, each of these opportunities owned by a differentsalesperson or agent. Heuristics may determine that a most recentlycreated (but still open and not won or lost) opportunity is associatedwith an incoming communication. Alternatively, an opportunity that hasbeen most recently updated in the customer information system 110 may beassociated with the incoming communication.

The exemplary routing module 416 is configured to route incomingcommunications based in part on the communication identifier. Variousrouting schemes may be provided by the routing module 416. Based on theresults of the lookup module 414, the routing module 416 may route theincoming communication to one or more correct call recipients(hereinafter identified as “agents” of the user site 106).

In one embodiment, account ownership routing may be performed by therouting module 416. In some situations, a customer may dial a generalphone number for the user site 106. Instead of the call being placed ina general call queue, the incoming communication may be routed to anaccount owner as identified from the customer data. The account ownermay be one or more agents that have a pre-existing relationship with thecustomer.

In another embodiment, the routing module 416 may perform group routing.In one instance, if the organization has two different sales teams, therouting module 416 can identify to which of the two sales teams todirect an incoming call. For example, the user site 106 may comprise acomputer hardware sales team and a computer support sales team. Therouting module 416 may determine, based on the results from the lookupmodule 414 in the indexed customer information database 408 that thecustomer is in discussion for the purchase support services for hisrecently purchased computer system. As a result, the incomingcommunication will be forwarded to the computer support sales team.

Similarly, the routing module 416 may perform a level routing scheme. Inthis embodiment, the importance of the caller can be determined based onthe caller identifier. If the customer is considered important based ontheir customer data (e.g., a $1M customer, friend of the CEO, etc.), thecustomer should be sent to a higher level of support. In someembodiments, the customers may be ranked in priority or have some otherindication of their importance indicated in their customer records.Thus, when an important customer calls, the incoming communication maybe routed to a higher level of support agents by the routing module 416.

The exemplary alert module 418 is configured to provide a displaycomprising customer data to an agent prior to the agent answering theincoming communication. By providing pertinent customer data prior toestablishing the communication, the agent may determine whether toanswer the incoming communication. In some embodiments, the customerdata may be displayed on a LCD or display portion on a communicationdevice (e.g., a phone device). In other embodiments, some customer datamay be display on a coupled computer display or monitor. In yet otherembodiments, the customer data may be provided in a pop-up window inorder to quickly provide the customer data to the agent.

Continuing with the above example, an alert may be displayed stating“Bob Jones; XYZ Company; $10,000; computer systems.” In this example,the $10,000 represents a deal size. Thus, the agent will know the sizeof a sales opportunity before establishing the communication. If theagent is on another call (e.g., a $50 sales opportunity with newcustomer Smith), the agent may determine if he/she should end thecurrent call to take the incoming communication which may potentially bemore important (e.g., big, repeat customer Bob Jones) or be a biggeropportunity (e.g., $50,000 sales opportunity). Alternative embodimentsmay display less, more, or other information (e.g., date of lastcommunication, personal information of note, etc.). It should be notedthat the amount of information displayed may be limited to the size andcapacity of the LCD or display portion on a communication device.

Referring now to FIG. 5, a flowchart 500 of an exemplary method forproviding formatted customer records to the communication system 108 isshown. In step 502, customer records associated with the customerinformation system 110 are accessed. The customer information module 302may access the local customer information database 112 for the customerrecords. In some embodiments, customer records may be copied to theglobal customer information database 212 by the customer informationmodule 302. The access may occur periodically (e.g., every two minutes),in real-time, or be event driven (e.g., on-the-fly when a communicationis incoming).

In step 504, new customer records are identified. In one embodiment, thecustomer information module 302 may determine which customer recordshave not been previously processed. For example, customer records withgeneration timestamps after the last access or copy process may bedetermined to be new.

Processing of the new customer records may then be performed in step506. In exemplary embodiments, customer data may be extracted from thecustomer records and associated with a customer identifier by the formatmodule 304. The extracted customer data may include, for example,customer name, customer's company, subject matter of previousinteractions, money amount, account owner, etc.

The extracted data is then associated with a customer identifier in step508. In some embodiments, the format module 304 may group the extractedcustomer data for a particular customer identifier within a single file.In other embodiments, the customer identifier may be linked with eachextracted piece of data.

The customer data is then delivered to the communication system 108 inoptional step 510. In exemplary embodiments, the delivery module 306sends the customer data to the indexed customer information database408. In some embodiments, the customer data is synchronized inreal-time. Other embodiments may send all the formatted customer data tothe indexed customer information database 408 essentially performing asynchronization process between the formatted customer informationdatabase 214 and the indexed customer information database 408.

FIG. 6 is a flowchart 600 of an exemplary method for utilizing theindexed customer data in the communication system 108. In step 602, anincoming communication is received by the communication system 108. Theidentity of the party (e.g., customer) associated with the incomingcommunication is determined in step 604. In exemplary embodiments, thecommunication identification module 410 is configured to identify acommunication identifier associated with the incoming communication. Inother embodiments, the communication identifier may be determined byanother component of the communication system 108 or PBX system.

In step 606, the indexed customer information database 408 is accessedand a matching process performed. In various embodiments, the lookupmodule 414 will use the communication identifier from step 604 andaccess the indexed customer information database 408. The matchingprocess is then performed where a determination is made as to whetherthe communication identifier matches a customer identifier. If a matchis found, the associated customer data may be retrieved and used toprovide enhanced services to the communication system 108.

In step 608, a determination is made as to whether the incomingcommunication needs to be routed. For example, if the customer dials adirect number for the agent in charge of his account, there is no needto route the call. However, if the customer calls a general number, thenenhanced call routing may be needed. In these cases, the routing module416 will use the retrieve customer data to determine one or more agentsto which to route the incoming communication in step 610. The incomingcommunication may be routed to an account owning agent, a higher levelagent, or one or more agents of a particular team, for example.

In some embodiments, heuristics may be used to determine the routingscheme. For example, the routing module 416 may first determine if anaccount owner is identified in the customer data and direct the incomingcommunication the account owner. If there is no account owneridentified, then the routing module 416 may next determine if a prioritylevel is associated with the customer data such that the incomingcommunication should be routed to a higher level of service. If there isno priority level, then the routing module 416 may then determine if aparticular team of agents is associated with the customer identifier. Itshould be noted that any series of routing schemes may be developed forthe communication system 108.

Customer information may be provided to the agent the incomingcommunication is directed to in step 612. In exemplary embodiments, thealert module 418 is configured to provide a display comprising customerdata (e.g., customer name, customer's company, subject matter, potentialdollar amount) to an agent prior to the agent answering the incomingcommunication. In some embodiments, the customer data may be displayedon a LCD or display portion on a communication device (e.g., a phonedevice). In other embodiments, some customer data may be display on acoupled computer display or monitor. In yet other embodiments, thecustomer data may be provided in a pop-up window in order to quicklyprovide the customer data to the agent.

It should be noted that the methods of FIG. 5 through FIG. 6 areexemplary methods. Alternative embodiments may contemplate differentsteps, combination of steps, or different order to the steps and stillbe within the scope of exemplary embodiments of the present invention.Additionally, some steps of FIG. 5 and FIG. 6 may be optional inalternative embodiments.

FIG. 7 is a block diagram of an exemplary digital device 700 that may beused. The digital device 700 may comprise devices associated with thedata center system 102 and user site 106 according to exemplaryembodiments. The digital device 700 (e.g. a computing device) comprisesa communications interface 702, a processor 704, a memory 706, andstorage 708, which are all coupled to a bus 710. The bus 710 providescommunications between the communications interface 702, processor 704,memory 706, and storage 708. The processor 704 executes instructions,while the memory 706 permanently or temporarily stores data. Someexamples of the memory 706 are RAM and ROM. The storage 708 may alsopermanently or temporarily stores data. Some examples of the storage 708are hard disks and disk drives.

The embodiments of digital device 700 discussed herein are illustrative.As these embodiments are described with reference to illustrations,various modifications or adaptations of the methods and/or specificstructures described may become apparent to those skilled in the art.

The above-described functions and components can be comprised ofinstructions that are stored on a storage medium. The instructions canbe retrieved and executed by a processor (e.g., processor 704). Someexamples of instructions are software, program code, and firmware. Someexamples of storage medium are memory devices, tape, disks, integratedcircuits, and servers. The instructions are operational when executed bythe processor to direct the processor to operate in accord withembodiments of the present invention. Those skilled in the art arefamiliar with instructions, processor(s), and storage medium.

The present invention has been described above with reference toexemplary embodiments. It will be apparent to those skilled in the artthat various modifications may be made and other embodiments can be usedwithout departing from the broader scope of the invention. For example,while exemplary embodiments have been discussed with reference toconfiguration files in a communication system, the present invention maybe practiced in any type of computing system which requiressynchronization of files. Therefore, these and other variations upon theexemplary embodiments are intended to be covered by the presentinvention.

The invention claimed is:
 1. A method comprising: accessing, via aprocessor, customer data stored in a customer information datawarehousing system; extracting, via the processor, at least a portion ofthe customer data; associating, via the processor, a customer identifierwith the portion of the customer data; storing, via the processor, theportion of the customer data to a database of a communication systemsuch that the portion of the customer data is indexed according to thecustomer identifier in the database; determining, via the processor, acommunication identifier associated with an incoming telephoniccommunication received via the communication system; determining, viathe processor, whether an enhanced call routing is required based on thecommunication identifier matching the customer identifier; based on theenhanced call routing being required responsive to the communicationidentifier matching the customer identifier: routing, via the processor,the incoming telephonic communication to an agent, and providing, viathe processor, the portion of the customer data to the agent for useduring the incoming telephonic communication; based on the enhanced callrouting not being required responsive to the communication identifiernot matching the customer identifier: providing, via the processor, theportion of the customer data to the agent for use during the incomingtelephonic communication.
 2. The method of claim 1 wherein the customeridentifier is a phone number.
 3. The method of claim 1, furthercomprising: determining, via the processor, a call level for routing theincoming telephonic communication.
 4. The method of claim 1, furthercomprising: determining, via the processor, a particular agent forrouting the incoming telephonic communication.
 5. The method of claim 1,further comprising: determining, via the processor, a particular groupfor routing the incoming telephonic communication.
 6. The method ofclaim 1, further comprising: determining, via the processor, a mostrecently updated subject matter associated with the customer identifierand the communication identifier.
 7. The method of claim 1, furthercomprising: determining, via the processor, a most recently createdsubject matter associated with the customer identifier and thecommunication identifier.
 8. The method of claim 1, further comprising:using, via the processor, the portion of the customer data to generate adisplay comprising the portion of the customer data prior toestablishing a connection with the incoming telephonic communication. 9.The method of claim 1, wherein the customer information data warehousingsystem is separate and distinct from the communication system.
 10. Asystem comprising: a processor programmed to: access customer datastored in a customer information data warehousing system; extract aportion of the customer data; associate a customer identifier with theportion of the customer data; store the portion of the customer data toa database of a communication system such that the portion of thecustomer data is indexed according to the customer identifier in thedatabase; determine a communication identifier associated with anincoming telephonic communication received via the communication system;determine whether an enhanced call routing is required based on thecommunication identifier matching the customer identifier; based on theenhanced call routing being required responsive to the communicationidentifier matching the customer identifier: route the incomingtelephonic communication to an agent, and provide the portion of thecustomer data to the agent for use during the incoming telephoniccommunication; based on the enhanced call routing not being requiredresponsive to the communication identifier not matching the customeridentifier: provide the portion of the customer data to the agent foruse during the incoming telephonic communication.
 11. The system ofclaim 10, wherein the customer identifier is a phone number.
 12. Thesystem of claim 10, wherein the processor is further programmed todetermine a call level for routing the incoming telephoniccommunication.
 13. The system of claim 10, wherein the processor isfurther programmed to determine a particular agent for routing theincoming telephonic communication.
 14. The system of claim 10, whereinthe processor is further programmed to determine a particular group forrouting the incoming telephonic communication.
 15. The system of claim10, wherein the processor is further programmed to determine a mostrecently updated subject matter associated with the customer identifierand the communication identifier.
 16. The system of claim 10, whereinthe processor is further programmed to determine a most recently createdsubject matter associated with the customer identifier and thecommunication identifier.
 17. The system of claim 10, wherein theprocessor is further programmed to use the portion of the customer datato generate a display comprising the portion of the customer data priorto establishing a connection with the incoming telephonic communication.18. The system of claim 10, wherein the customer information datawarehousing system is separate and distinct from the communicationsystem.